The Water Authority of Fiji is a corporate body established under the Water Authority of Fiji Act 2007 to make provision for the effective management and administration of the Water and the wastewater systems.
We are responsible for providing access to quality drinking water and wastewater services to over 159,000 and 33,540 residential and non-residential metered customers in the urban areas of Fiji and also setting up water supply systems in rural areas.
The Supervisor- Customer Metering and Installation (Southwest) based in Nadi is responsible for overseeing all aspects of water metering and installation operations within the Southwest Region.
This role requires strong leadership, technical expertise, and effective management of personnel, contracts, and outsourcing activities. The primary objective is to ensure accurate metering, efficient installation processes, and optimal contract management to support the delivery of reliable water services. This position reports to Head of Customer Metering & Installation Unit.
- Effective delivery of CMIU operations (new connections, disconnections, re-connections, replacements, service enlargements, etc.) in the region
- Oversee the installation, maintenance, calibration, and replacement of water meters in accordance with accepted standards and regulatory requirements
- Extensive knowledge and experience working with Krohne meter installation, maintenance, and storage
- Ensure service delivery in accordance with the Customer Charter timeframes
- Ensure the accuracy and reliability of meter readings, data collection, and reporting for billing purposes
- Monitor meter performance, identify anomalies/irregularities or issues, and implement corrective actions to maintain optimal metering functionality
- Implement standardized procedures for the installation of water meters, ensuring adherence to safety protocols, quality standards, and operational efficiency
- Manage service contracts and ensure service contractor performance ensuring accuracy, timeliness, and customer satisfaction as well as monitor, and evaluate their compliance with the contractual obligations
- Provide technical guidance and ensure contractors follow standard operating procedures and safety protocols
- Participate in regular performance audits and contribute to contract renewal or termination decisions
- Conduct random quality control checks on contractor work (working standards, etc)
- Track contractor performance using KPIs and provide regular feedback or reports to the HCMIU/MRTS/CCO as and when required/requested
- Ensure all contractual obligations (timelines, outputs, reporting, etc.) are being fulfilled and documented
- Investigate complaints or anomalies linked to contractor-delivered services and recommend corrective actions
- Manage the allocation of resources, including personnel and equipment, to ensure timely and cost-effective installation services
- Collaborate with other departments and stakeholders to coordinate meter installations in new developments, expansions, and customer premises
- Monitor installation activities, identify opportunities for process improvements, and implement best practices to enhance installation efficiency
- Strategizing, planning, and scheduling of customer complaints with reference to Gentrack generated service orders
- Planning and organizing resources, manpower and materials required for planned works
- Providing timely feedback to customer service on the progress and schedule of customer complaints
- Updating of Gentrack Service Order and closing complaints upon completion in line with field team reports
- Service orders are effectively prioritized and managed with reference to the Gentrack report
- Analyze and assess complaint closure performance in line with established targets to identify areas for improvements to increase efficiency in complaints closure
- Ensure complaints are attended to in accordance with WAF Customer Charter service level targets
- Minimize instances of escalated complaints and referrals
- Ensure that escalated complaints and referrals are attended to in a timely manner with feedback provided to superiors
- Liaise with external vendors and service providers for water meter (and related parts/fittings) supply, installation, maintenance, and related services
- Manage contractor deliverables and performance, adherence to agreed-upon service levels, and ensure timely completion of contracted tasks
- Conduct regular performance evaluations and audits to assess the quality of outsourced services and identify areas for improvement
- Work in collaboration with procurement and finance departments to ensure efficient contract administration, budget management, and timely payment processes
- Assist in the preparation of tender and RFQ documents, including tender notices, invitation to tender letters, bid evaluation criteria, and contract terms and conditions
- Assist in developing PSIP’s, budgets for the MIU (South-West region), ensuring alignment with organizational goals and financial objectives
- Collaborate with other department heads to align budgeting activities with organizational strategies and priorities
- Work closely with procurement and finance departments to ensure compliance with financial policies, procedures, and procurement regulations
- Assist with the board, executive information papers that provide critical insights, analysis, and recommendations to support decision-making
- Represent WAF in relevant forums, committees, or industry events related to water metering and installation
- Lead, mentor, and develop metering and installation staff in the region providing guidance, training, and performance feedback
- Foster a culture of continuous improvement, teamwork, and accountability within the region
- Establish clear goals, objectives, and performance metrics for the team and monitor progress towards achieving targets
- Conduct regular team meetings, promote effective communication, and encourage knowledge sharing among team members
- Provide regular updates on the regional operations to HMIU, MRTS and CCO
- Provide work reports on service delivery in the region as and when required/requested
- Amicably resolve complaints/issues relating to service delivery, staffing, etc. to avoid escalation where practical/relevant
The applicant must possess a Trade Diploma in Civil, Mechanical Engineering or related field with at least 3-5 years’ experience in a fast-paced utility environment with proven supervisory and leadership experience
- Strong analytical and problem-solving skills with good decision-making abilities, paying attention to detail and accuracy
- Advanced knowledge of Microsoft Excel and other MS Office applications + Experience in the use of CRM, GIS and other related applications
- Experience in managing contracts, vendor relationships, and outsourced services
- Effective communication and interpersonal skills, with the ability to collaborate and engage with internal and external stakeholders
- Sound project management skills, with the ability to prioritize tasks, meet deadlines, and manage resources efficiently
- Ability to work well individually and with a team
- Innovative and strategic thinking abilities
- Valid clean drivers license
Interested candidates are advised to apply online and complete the recruitment requirements on the portal. All applications should be received no later than 27th June, 2025
INCOMPLETE & LATE APPLICATIONS WILL NOT BE CONSIDERED. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
Customer Experience
Customer Metering & Installation Unit
